20120917 for ntu 2012 service science and innovation

Department of Business AdministrationCollege of Management

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NTU 2012 Service Science and Innovation

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服務科學：現今經濟環境的新領域Services Science: A New Field for Today’s Economy

Linda Dailey Paulson, Aug. 2006

台灣大學商學研究所服務科學與創新課程報告

Presented by

商研博一 D00741002 林玠恆

授課老師：陳鴻基

18 September 2012

Service Science and Innovation


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Linda Dailey Paulson

Publications: 208 Citations: 357 Interests: Security & Privacy

She is a freelance technologywriter who is based in Ventura,California.

藉由資料的蒐集與回顧，討論何謂服務科學，並以學術與產業界的巧度探討現今服務科學領域的發展。

服務科學：現今經濟環境的新領域

報告簡介1


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報告簡介

About services science

Spreading services science

Stumbling blocks

Abstract

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6 Conclusion

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開放問答 Q&A7

Outline


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Background

Abstract2

Agriculture and manufacturing used to be the major elements of the modern world’s economies. Now, services are a critical element, a trend also affecting the developing world, albeit to a lesser degree.

Services account for more than 50 percent of the economies in countries such as Brazil, Germany, Japan, Russia, and the UK.

Because of their importance, services, their development, and their delivery have become popular discussion topics at universities and corporations.

80%

Growth rate191% 50%


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What’s the Service science

Abstract2

A discipline concerned with finding ways to increase productivity and innovation in services-related industries and tasks by applying scientific means and methods.

Universities throughout the world—most notably in North America, Europe, and Australia—are offering courses and graduate-level certification in services science, with the long-term goal of establishing degree programs.

Companies—including Accenture, Electronic Data Systems (EDS), Hewlett-Packard, and IBM—are touting the discipline’s benefits and supporting the development of workers with skills in computer technology and other fields.

However, as a formal discipline, services science is so new that proponents are still trying to determine exactly what it is.


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Some services science proponents say that the field’s practices and precepts have been around for 20 years. However, they add, work on formalizing it into a focused discipline didn’t begin until 2004, when IBM hosted meetings on the subject for a number of universities and corporations.

To Define

Driving forces

Technology and business

Reuse

More rigor

Human behavior

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Services science is a multidisciplinary field that seeks to bring together knowledge from diverse areas to improve the service industry’s operations, performance, and innovation.

In essence, it represents a melding of technology with an understanding of business processes and organization.

It’s a shift from a technology-centric view to a holistic view that encompasses both technology and business

University of Manchester lecturer Liping Zhao

Professionals need new skills and education in a variety of fields to yield the best results in service industriesEDS, Mary Ann Wangemann

It is critical to develop and foster a broad perspective that includes research from many areas, including economics and law.

Spohrer, director of services research at IBM’s Almaden Research

Defining services science


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Services science is interested in both relatively simple service businesses such as fast-food restaurants and more sophisticated operations such as healthcare companies.

Driving forces

Technology and business One key driving force has been the way technology, particularly related to

communications, has improved the operations of service-oriented businesses.

Technology has even made many services possible, such as those offered by companies like eBay and Google.

Also, services science research could yield models, methodologies, processes, and software tools that create and deliver services more efficiently.

There is a lack of overlapping skills at the juncture of business and IT, IT needs people who understand how their company works and how to use technologies to help the business improve the way it delivers services.

Business student should know more about technology.”, colleges must examine and revise both their business and technology curricula so that they become more cross-disciplinary and less homogeneous.

Arizona State’s Bitner


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Companies can utilize technology to find patterns in the way they have successfully delivered services and interacted with customers. The companies could then repeat those patterns with multiple customers.

Reuse

More rigor Engineering research to date has given little attention to issues such

as staffing, work processes, and man-machine interaction.

With the massive increase in computing power, we now have mathematical models that can be developed. There ought to be a way to be more rigorous about this.

Human behavior Although technology is a key element of services science, a better understanding

of human behavior is also critical.

Services scientists will possess the “skills and understanding of technology and how to apply them to get data at a granular level, and they will also be able to manage people and productivity.


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In academia

Spreading services science4

Academics, companies, and government agencies are promoting, teaching, and adopting services science in various ways.

Colleges and universities—primarily through their business and engineering schools—are increasingly adding services science courses, particularly at the graduate level.

Services science melds technology with an understanding of business processes Colleges and universities—primarily through their business and engineering

schools—are increasingly adding services science courses, particularly at the graduate level.

The courses on the information and services economy address how corporate change and innovation relate to economics, engineering, law, and organizational sociology.

However, services science is such a new discipline that schools aren’t offering degree programs in the field yet. Academia is organizationally conservative and thus resistant to change.


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Spreading services science4

In business Corporations interested in services science have been

actively working with academics to foster the field. For example, IBM has sponsored services science workshops and conferences such as the Architecture of On Demand Business summit.

Businesses are also employing services science principles in their operations. EDS used them to upgrade the Commonwealth Bank of Australia’s teller systems in 10 months without any lapse in service.


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Stumbling blocks5

The new field’s name might put off potentially interested academics because real scientific fields don’t need to include the name “science”.

It’s important that academics become involved because the field should “adopt a scientific and systematic approach and have a clear set of principles and goals.”

University of Manchester lecturer Liping Zhao

The field should not be called a science now because it has yet to develop the taxonomies, definitions, and other common features that sciences require.

Henry Chesbrough of UC Berkeley’s Haas School of Business

Academics may be wary of services science because they are concerned it may turn out to be just a fad or buzzword

North Carolina State’s AllenMany academics may not want to go into a field that has little history and no journals, doesn’t yield much grant funding, and is unlikely to lead to a tenured position..

Bob Glushko, adjunct professor at UC


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6 Conclusion

It’s too early to determine how services science will fare as a formal discipline. Observers have varying opinions on the field’s future.

Services science is more likely to prosper as a cross-discipline approach. Services science has a good shot at success because it addresses a long-standing concern of employers: training students with a mix of technology and management skills.

There’s wide agreement that service innovation is important. the service economy won’t progress unless “we start treating it as a field worthy of study itself rather than as an adjunct to existing fields.”


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14Thanks for your listening.